Product Service Specialist

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

IT IS YOUR TIME

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. 

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important: 

- Don't forget to include a resumé in English in your profile in Workday

- Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method.  If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status. 

What you will do:

- Mining Technology (MineStar) hardware and software issues identification and resolution for dealers and customers.

- Utilization of standard support processes and ticketing systems.

- Verbal and written communication with customers & dealers regarding status, problem troubleshooting, etc.

- Provide hotline coverage for MineStar product family.

- Responsible for resolving a high percentage of application issues and prompt escalation to advanced support when a quick resolution cannot be obtained.

- Communication and escalation of top priority issues to Service Engineering.

- Advocate on behalf of the dealer and customer to resolve technical product issues.

- Perform investigation and root cause analysis.

What you will have - Skills:

Technical Excellence: Call center or helpdesk experience. Experience investigating, troubleshooting, and diagnosing application and technical problems related to Mining Technology (MineStar) hardware and software.

Data Gathering & Analysis: Experience in providing incident management and root cause analysis for complex applications. Experience in providing first-call technical support for enterprise-level applications directly with customers.

Effective Communications: Excellent communication and interpersonal skills. Ability to effectively communicate with technical and non-technical mining customers and dealers to develop partnerships/relationships.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Basic requirements:

- Bachelor's degree

- Pre-Advanced English

Top candidates will also have:

- Advanced English

- Mining industry experience.

- Bachelor's degree in Information Technology, Engineering, Data Science or fields related to technical research.

- Windows Server VM knowledge and experience.

- Experience utilizing Oracle, SQL Server, TCP/IP networking, Microsoft client, and server platforms.

Additional Information:

- This position may require 5-10% travel.

Note: This position requires the candidate to work onsite five days a week.

Some of the offered benefits*:

·Medical plan 

·Dental plan

·Medicines reimbursement 

·Psychological, Legal, Social and Finance Support Program

·Private pension plan

·Profit share

·Meal assistance 

·Christmas basket

·Transportation 

·Life and personal insurance

·Extended maternity and paternity leave

·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.)  to contact candidates. Available vacancies are only advertised through the company's official channels ; ), and official Caterpillar emails are mandatory followed by the domain Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link:

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Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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